Senior Manager - Support

Zscaler

Bengaluru, India

Last shared 64 days ago

Job Details

Experience

8 - 9 years

Employment Type

Full-time

Employer Job ID

Not Mentioned

Industry Sector

Functional Area

Information Technology Services Information Technology
Job Description

Responsibilities:

  • Manage technical supportengineers
  • Recruit and hire supportengineers
  • Mentor and train supportengineers on process and technical products
  • Retain top talent
  • Establish training programs
  • Manage team shifts
  • Engage with customers on escalated supportissues or critical customer situations
  • Provide expert systems design, recommendations, and configurations
  • Perform in-depth diagnostics and troubleshooting using networking tools
  • Assist customers with testing or troubleshooting of networking or cloud service issues
  • Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
  • Maintain ticket database, logging issues and customer interactions
  • Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
  • Limited travel – typically only for company training or meetings
  • Hours – Weekday shift work, shift may vary, possible on-call
  • Other duties or projects, as assigned

Requirements:

  • 5 years support manager experience
  • Proven escalation management experience
  • People management experience including strong soft skills
  • Very strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
  • Minimum 3 years experience working as SupportEngineer/ Sr. Support Engineer supporting networking or web security products  
  • Working knowledge of networking and security products and enterprise network infrastructure.
  • Required knowledge and experience

o   Networking Experience - VPN technologies such as IPSec and VPN clients

o   Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)

o   Authentication systems such as LDAP, MS AD etc

o   Knowledge of protocols such as HTTP, SMTP, FTP, DNS

  • Experience with operating systems such as Linux, Unix and Free BSD
  • Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Working knowledge of Apache and IIS Web Server administration
  • Scripting knowledge (SHELL, Python, Perl) – not required, a plus
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Company Description

Zscaler is one of the most exciting technology companies around. Our mission is simple - it is to revolutionize Internet security through the magic of cloud computing. We are the leading, most innovative firm in a $35 billion market - security – and our passion is to bring cloud computing to Internet security just like Salesforce.com did to CRM. More than 5,000 organizations around the world are already using Zscaler - including amazing brands like General Electric, Nestle, NBC, and NATO - and more than 13 million people across more than 200 countries are protected by our systems every single day. 

We are a well-funded Software as a Service company and are growing extremely fast, which means incredible career and growth opportunities for passionate and talented people that are ambitious and driven to be the best. We’ll offer you an opportunity to make a difference, and you will get to work in a fun, fast paced environment where you can excel at what you do and create.

Sr.Support Manager will provide world-class post-sales technical support, by managing Support Engineers, as well as providing direct support to customers and partners on escalated issues, as part of an escalation team. 

The support manager will also recruit, hire, retain and train support engineers as a focused part of the role.

You will foster an environment that is focused on customer satisfaction, continuous improvement and innovation in the transformation of highly complex customer networks. This role with work closely with other support managers in Bangalore and other locations.

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